'user has gone offline' update in chat doesn't appear in Zendesk Support Ticket
I was advised by an agent to report the following feedback, and feature update request.
We don't get a 'user has gone offline' update on the Zendesk ticket (example ticket 34716), whereas if we're able to access the same conversation via the Chat app, it shows that the customer has gone offline. The Zendesk ticket shows the messaging as 'active' which implies the customer is still there which we've found out they're not - by having to do this work around where possible.
I was advised that this is expected behaviour for messaging. When tested by your agent, it took more or less 10 minutes for the Active on the visitor to be gone within the ticket.
Please can the same ''user has gone offline' update that can be seen in chat, be present within Zendesk support messaging ticket too?
Thanks for sharing feedback and the product expectations around the "user has gone offline". We think messaging channel takes away the need for agents and end user been online we thought user gone offline system message doesn't serve any additional purpose. So far we don't have anything planned to address in the roadmap but we'll keep this feedback.
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